Transform Customer Experience
Empower the frontline to the C-suite.
Capture Omnichannel Feedback
In the right way, at the right time
Every interaction is a touchpoint, create unforgettable ways to capture feedback from your customers. Stay relevant with contextually created dynamic surveys. Frame questions through cognitive learning, utilise advanced machine learning to create smarter survey reactions. Capture the actionable insights directly from those who matter.
Engage at the right time through the right channels, whether it is email, digital, in-app embedding, SMS (1 and 2 way), tablet, social media or facial recognition. Capture the feedback when it matters.
Close the Loop on Feedback
Prompt your front line into action
Empower your front line the ability to overturn the negative sentiment promptly. Drive a positive experience in each customer. Act on the feedback through advanced workflows to alert, inform and schedule call back for the affected staff. View the pulse of the customer and their details through a customised portal or call back the customer directly through the Resonate Echo App.
At a glance view of the history for each customer, easily access customer details and start scheduling your call back through an intuitive portal. Your current call back are waiting.
Analyse and Evaluate the Feedback
Discover the drivers the affect CX
Integrate your structured and unstructured data into a single dashboard. Drill into the feedback and uncover the hidden trends that are affecting your customer’s experience. Allow the latest text analytics engine to classify, group and segment the feedback. Add contextual data and truly grasp the details of why behind the score.
Personalised dashboards that showcase data from C-suite to the frontline. Have the insights you need readily available to make the right decisions.
Visualise Customer Feedback
Improve CX one customer at a time
Drive organisation wide customer centricity through motivation and bringing it to the front of minds. Bring customer feedback to life by broadcasting it throughout key areas of the business such as breakout rooms, back office, executive board rooms and high traffic locations.
The Big Screen App is a great way to engage employees with the idea and implementation of customer centricity initiatives and demonstrates that your organisation is serious about its commitment to its customers.